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An ‘AHA’ moment – A Single Source of Truth for clarity on the new normal

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How to Pivot through The New Normal with Suncorp Insurance Manager

Annabelle Thompson, Executive Manager, General Insurance Sales & Service at Suncorp

When New Zealand announced the highest level of lockdown procedures starting on 25 March 2020, Suncorp had only just 48 hours to activate 100% remote work arrangements and ensure their employees had all the resources needed to stay work productively from home.

To pivot quickly on the new normal, Suncorp insurance manager leaned on Enlighten’s unique Single Source of Truth solutions, tapping into its insights to manage a remote workforce and drive decision-making.

With those insights, Suncorp came to a key realisation or, as we like to call it, Aha moment – that data is crucial to making better business decisions.

Annabelle Thompson, Executive Manager, General Insurance Sales & Service at Suncorp, stresses the importance of clear and comprehensible data in helping the company improve their decision-making process in a way that bolsters its bottom line.

“We use data to build business cases around what’s costing us, whether that’s lost time, drops in customer satisfaction, or whatever metric we may be measuring, and that makes it so much clearer for us to make good decisions,” says Thompson. “Now, we’re investing in process improvements in certain areas because of the data we’ve captured, and it’s helped me forward forecast demands and get my resourcing right for my team.”

In addition to providing straightforward data for better decision-making on the new normal, Single Source of Truth also helps Suncorp insurance managers to manage their employees’ productivity. Clear visibility, regardless of location, has allowed the company to assess and manage their team’s performance, identify patterns and focus on helping their people be as productive as they could be.

“With data, we’ve built coaching more specifically around the needs of individual employees, rather than just using a blanket team approach,” she shares.

Suncorp is a great example of an organisation that champions the positives and appreciates that, with the right tools, a crisis can be an opportunity to create a better system of management for the future.

Get more of Enlighten’s insights on building operational resilience with a Single Source of Truth.

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Crisis leadership. Learn more on Enlighten.